Abstract

There is continuing difficulty in achieving success with information systems, particularly in the sense of meeting users' expectations. This suggests a fresh examination is needed in order that we understand those attributes of information systems by which users perceive success and failure, and through which they establish their expectations. Much previous information systems research in this area has adopted one of two perspectives: improving either the processes of systems development or the structure and content of systems products. These perspectives have had only limited success in dealing with the problem. A wider review of existing research literature suggests that, in addition to the process and product viewpoint, an important factor in achieving success in the general case is the service management viewpoint. The question therefore arises: is service important in the provision of information systems, and is it a factor in achieving success in the eyes of the users? It is possible that service components exist which are unrecognised by those managing the development and use of information systems. If these components can be identified and understood, then they can be used to improve the overall level of success achieved. By applying repertory grid techniques a total of 43 constructs have been found which relate to user's perceptions of success with information systems in business. Further analysis reduces these to 21 attributes which provide the basis of a new assessment and measurement framework. They incorporate and augment the attributes found in previous work in this area. The practical use of these attributes is illustrated using two cases: an information service provider and a hospital equipment supplier.